Client Service Associate at Massachusetts Mutual Life Insurance Company — BranchFactor

BranchFactor Summary

The original posting with the fluff stripped out

Expected experience: 4+ yrs
Management level: Individual contributor
Contract: Full-time

Compensation

Base salary	US$61,500 – US$77,500 / yr

Role speciality

No unique specialisation

Useful technologies

Microsoft Office

Required qualifications

Study levelAssociate degree

Original posting

Client Service Associate - Private Wealth

MassMutual Private Wealth & Trust

Full-time, Springfield, MA

The Opportunity

As a Client Service Associate, you will be responsible for partnering with Private Wealth Managers to provide onboarding, administrative and transaction support for trust and wealth accounts for high-net worth individuals, families, and foundations. This role includes direct client interaction through the handling of client phone and email requests as well as the related transaction processing associated with such requests. In addition to helping service the Private Wealth Manager’s book of accounts, this position supports many centralized, in-office, responsibilities for the broader department.

In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

The Team

MassMutual Private Wealth & Trust, FSB is a Federally Chartered Savings Bank and a wholly owned subsidiary of MassMutual. As a trust and fiduciary services provider, we partner with financial professionals to help preserve, grow and transfer wealth to the people and causes that our clients care about. Our business has grown rapidly, and MassMutual Private Wealth & Trust has thoughtfully added team members of high caliber. Our team offers a concierge-style service by helping to coordinate the financial life of our client families, while offering the highest standard of care. When joining the MassMutual Private Wealth family, you are embracing a culture of service excellence by which every team member is relentlessly pursuing to simplify complexity and offer a distinguished and memorable experience. Our associates have a passion for learning and work in a cross-functional style environment supporting our clients, financial professionals, and other members of the broader department.

The Impact

In this role, you play a critical part in delivering a high‑quality, fiduciary‑driven client experience by supporting Private Wealth Managers in the day‑to‑day management of client relationships. You help ensure seamless onboarding of new accounts, accurate and timely asset transfers, and the effective setup and maintenance of services such as bill pay, receipts, and remittances—allowing Private Wealth Managers to focus on strategic advice and relationship management.

Other responsibilities include, but are not limited to:

Support 800-line phone inquiries and website troubleshooting requests.
Process client requests within the set service level agreement.
Participate in department huddles and problem-solving sessions, providing updates on metrics, service opportunities and different initiatives.
Proactively recognize and recommend process improvements to enhance customer service, increase efficiency or reduce unnecessary steps/hand-offs.
Additional projects and duties as assigned during peak processing seasons (ex: tax, year end).
Exercise the fiduciary standard of care to always act in the best interest of our client.

The Minimum Qualifications

Associate’s degree or 4+ years of customer service and/or case management experience
2+ years of customer service and/or case management experience
1+ years proficiency with Microsoft Office suite (e.g., Word, Excel, Copilot, PowerPoint, Outlook)
Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA

The Ideal Qualifications

Excellent interpersonal and communication skills, both verbal and written.
Superior organizational skills and ability to effectively reprioritize an evolving workload.
Accountability to work independently and also engage in collaborative efforts with the broader team on other types of work. Agility to adjust this approach as the business need dictates.
Familiarity with corporate trusts, discretionary matters, trust accounting principles and/ or estate settlement
Experience with broker/dealer or registered investment advisor (RIA) firms
Willingness to pursue higher trust education, courses, and attend Trust School
Ability to effectively and confidently facilitate meetings/ trainings/ presentations.
Experience with trust administration and trust accounting platforms
Excellent organizational skills with ability to effectively and continuously reprioritize an evolving workload.
Familiarity with financial services industry
Proficient with Microsoft Office suite (e.g., Word, Excel, Teams, PowerPoint, Outlook)
Strong drive for results, problem solving skills and attention to detail.
High energy and sense of urgency
Ability to work independently
Knowledge of private banking products and services
Understanding of MassMutual’s Financial Network

What You Can Expect at MassMutual
MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
A collaborative environment where perspectives are welcomed
Access to learning, development, and internal networks that support continuous growth and skill-building over time
Employee-led communities and forums that foster connection, learning, and inclusion across the organization
A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset

#LI-JF1

Salary Range:

$61,400-$77,300

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

MassMutual is an equal employment opportunity employer. We welcome all persons to apply.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.